Senior Director Contact Centre Operations

We are SAGILITY

Our Scale & Impact

119M claims processed annually

78M customer interactions handled globally

US$658. 3 million in FY25 13% YoY growth

delivery centers & offices

Company overview

About Sagility

Sagility is a trusted partner for healthcare operations transformation helping organizations unlock value across complex healthcare workflows. With more than 25 years of healthcare domain expertise Sagility combines deep operational knowledge with AI - enabled technology and intelligent automation to improve efficiency strengthen decision - making and elevate experiences for members patients providers and stakeholders across the healthcare ecosystem.

Sagility’s capabilities span end - to- end healthcare operations including claims administration payment integrity clinical and care management support member and provider engagement revenue cycle services and advanced analytics. Today nearly 50000 specialists clinicians technologists and operations professionals support healthcare organizations globally through trusted collaboration and technology - led transformation.

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Countries

(India Philippines USA

Jamaica & Colombia)

44000 employees

05

34

In November 2024 Sagility India Limited was listed on the National Stock Exchange of India (NSE) and Bombay Stock Exchange (BSE). With this milestone our resolve to create value and remain an employer of choice is stronger than ever. Strategic acquisitions like Devlin Consulting (analytics - led Payment Integrity) BirchAI (Gen AI- driven communication) and BroadPath (telehealth and remote services) have bolstered our delivery capabilities and expanded our clinical footprint in the U.S. With deep roots in India and other delivery locations and a fast - expanding onshore presence in the U.S. Sagility operates as a cross - border transformation engine built for scale speed and care. We are positioned in the Leaders Quadrant in Payer Operations by Everest Group and recognized as a Leader in Generative AI Services in the ISG Provider Lens.

Growth at Sagility is built into our DNA. We enable career advancement through AI - powered training paths structured mentorship and cross - border opportunities. We drive digital healthcare transformation through modular cloud - native o fferings such as BPaaS Contact Center - as - a- Service UM automation Digital Mailroom and Analytics - as - a- Service helping clients reduce costs modernize work flows and deliver value - based care. Our acquisition of BroadPath adds onshore scale and seasoned healthcare talent to deliver U.S. - based tech - enabled services at speed and scale. With 34 delivery centers and o ffices multilingual capabilities and regulated setups our operations are as agile as they are scalable.

Our culture is built on empowerment inclusion and sustainability. 62% of our workforce are women and we champion opportunity and accessibility for all including Persons with Disabilities (PwD). Giving back to the communities we serve is at the heart of who we are. Over 56% of our employees participate in volunteer initiatives collectively impacting 43000 lives annually through social impact causes like education healthcare access and livelihood improvement. We are also advancing environmental responsibility by sourcing 25% of our energy from renewables and deploying 30 electric vehicles to reduce emissions. Sagility’s near - term greenhouse gas (GHG) emission reduction targets have been o fficially validated by the Science Based Targets initiative (SBTi) rea ffirming its commitment to the 1.5°C pathway. Recognitions like LinkedIn’s Top 15 Workplaces to Grow a Career’ (Philippines) and Best Employer for Women (Economic Times India) a ffirm our belief that strong values drive strong performance.

Joining Sagility means becoming part of a dynamic technology - first ecosystem where your expertise drives real - world transformation. With cutting - edge platforms Gen AI-powered automation and career pathways built on frontline leadership growth we equip every team member with the tools mentorship and global environment to thrive.

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Job Description

S enior Director - Contact Centre Operations

Grade: US2

Location: Bangalore Reports to: AVP / VP

Job summary For Senior Director CC Operations an Ideal candidature would be 18 - 22 years overall

experience with min 10 years in leadership role in blended voice operations ( Inbound/

Outbound/ C hat) from Contact Centre industry. This role is aimed at leading the Ideation

of Centre of Excellence in the space of Contact Centre Operations. Preferred from US

Healthcare Membership/ Provider Contact Centre industry

Duties and responsibilities Someone who has been operating in the US healthcare Membership/ Provider

Contact Centre

Identifying Value additions and Process Improvement Initiatives

Stakeholder Management

Client Relationship Management

Account Management

Driving Client/ Internal Business Excellence Initiatives

To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling monitoring analysing & reviewing system.

Determines Voice operations operational strategies by conducting needs assessments performance reviews capacity planning and cost/benefit analyses.

Defining user requirements; establishing technical specifications and production productivity quality and customer - service standards; contributing information and analysis to organizational strategic plans and reviews .

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Maintains and improves Provider/ Membership Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades.

Accomplishes human resource objectives by recruiting selecting orienting training assigning coaching counselling and disciplining employees; administering scheduling systems; communicating job expectations; planning monitoring appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Prepares Voice operations performance reports by collecting analyzing and summarizing data and trends.

To Design implement the NPS for the Voice operations as per Client Mandate and approval.

Awareness of ISO & Other Statutory Guidelines for the Voice operations

Understanding of Supply Planning and WFM

Formulate Implement and Monitor the Transactional Quality parameters based on SLA guidelines .

Delivering Highest Level of Service Delivery Standards

Exemplify Passion for excellence

Design and Drive Business/Program Excellence Initiatives

Voice of the Organization

Managing Self

Inspirational Leadership

Lead from the front as the SME of the Business/ Program

Design & Drive People Metrics

Promoting Diversity & Inclusion as per Organizational Culture

Mentoring & Coaching Operational & Leadership values

Improve employee retention and enhance employee engagement.

Succession Planning

Skills & competencies

Experience scaling systems in a fast - paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives.

Ability to work well under pressure and be flexible in adapting and responding to changing situations.

Strong organizational skills with the ability to manage multiple con flicting priorities in a fast - paced environment.

Outstanding obsession with service orientation; a sense of urgency follow - up and responsiveness; high level of personal integrity and con fidentiality.

Minimum education and experience required Graduation / Postgraduate

RPA/ Analytics Certification preferred

Preferably Lean/ Six Sigma Certified

Must be working with U.S based Business / Customers in U.S Shifts

Thorough understanding of all Voice based metrics and SLA

Knowledge of Blend Voice Operations (Outbound & Inbound)

ACD CITRIX Dialer Understanding is must

IVR & Call Tree Management is preferable

CSAT/ NPS Governance

Business Governance and Auditing

Knowledge of Reporting Tools

Awareness of ISO ISMS

Excellent Client Communication Skills

MIS and Reporting Understanding (Creating Dashboards)

Process Improvement Skills and Tools

Excellent Analytical skills

Revenue Management & P&L Understanding

Proven participation on Improvements Project

Managed a large and Complex Delivery Team

Preferable Onshore Transition experience

Awareness of ISO ISMS & other Compliance and Audit Parameters

Astute understanding of MS Office Tools

Displays a High Level of Integrity and Maturity

Displays high level of People Management practices .

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